Service Manager

Service Manager Job Description

• The Service Manager for Bridge Crane Express (BCX) is accountable for field operations, personnel, customer satisfaction, and operational excellence. Through demonstratable and systematic KPI management, this role will ensure continuous improvement to customer retention and satisfaction, order execution and profitability of BCX.

Principal Responsibilities:

· Responsible for all matters related to safety. Ensure weekly safety meetings, vehicle/equipment inspections, and field audits conducted within established guidelines.

· Directly manage all field service technicians and parts personnel.

· Responsible for ensuring customer satisfaction for all work performed. Resolve customer complaints and/or concerns to the satisfaction of the customer.

· Coordinate with Bridge Crane Engineers for all start up jobs to ensure the customer sites are ready for the BCX technicians to complete the work.

· Assist in training of all new field service technicians, to ensure they receive the proper hands-on training in the field. Working closely with Central Tech for safety and onboarding training.

· Provide technical support, mentorship, and direction to field service technicians.

· Resolve complex technical problems.

· Stage, organize, and verify equipment and parts for jobs.

· Maintain productivity targets as established during the annual planning process. This includes labor hours for all field service technicians.

· Responsible for ensuring the completion of all required paperwork. All information in Field Point must be filled out accurately and completely.

· Review and approve weekly payroll, ensuring hours are reported accurately.

· Monitor and maintain the company equipment and assets to remain in compliance with all applicable safety standards.

· Ensure invoicing is done in a timely manner to meet the established company standards. Monitor the Open Orders report verifying the report reflects the status of any active service work.

· Review and supervise the quotation process for all service work, ensure quotes are sent to customers in a very timely manner via email, with a follow up call ensuring the customer received the quote.

· Supervise and oversee the purchase of supplies to jobs and monitor the spending then invoice out accordingly.

· Provide any supervision and managerial support the technicians need. Provide minor disciplinary actions necessary and document problems. Major problems and hire/fire actions must be reviewed with HR and General Manager of BCX.

· Oversee and lead the recruitment process for field service operations working with the GM of Parts & Service and HR. Ensure the new hire orientation process is followed.

Additional Responsibilities:

-Schedule & dispatch technicians in an efficient manner, maximizing productivity while minimizing costs.

-Ensure that all team members follow the relevant safety policies and procedures.

-Set up crane inspections and maintain accurate and complete records for customers and BCS/BCX.

-Monitor work order progress and job status, updating customers and relevant parties as needed.

-Handle customer inquiries and complaints in a professional and timely manner.

-Working with customers to determine their needs and developing solutions to help them achieve their goals.

-Develop and maintain positive relationships with customers, vendors and other stakeholders.

-Ensure all Technicians have adequate supplies and equipment to complete their jobs.

-Plan and implement strategies to improve field service operations.

-Investigate and resolve field service issues, escalating when necessary.

-Manage inventory of parts & supplies, placing orders as necessary.

-Perform any other relevant task or duty as requested by BCX General Manager.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Day range:

• Monday to Friday
• Weekends as needed

Shift:

• Day shift

Education:

• Bachelor's (Preferred)

Experience:

• Overhead Crane: 2 years (Preferred)
• Electrical: 2 years (Preferred)
• Management: 2 years (Preferred)

Work Location: In person